Call Center Lead

Continental Promotion Group, Inc (CPG) is the largest and only global sales promotion fulfillment company in the world with offices in Ireland, Canada and USA.  CPG is privately held and is the fastest growing organization in the field.  CPG specializes in worldwide consumer and business-to-business promotion services including rebate/cash back program management, contest/sweepstakes administration, premium program administration and fulfillment and business-to-business trade incentives.  We are looking for an outgoing and friendly Call Center Lead to work in a fun, fast-paced environment.

 

Essential Duties and Responsibilities:

 

?  Review and monitor incoming and outgoing communication in order to ensure that telephone representatives are performing and meeting customer service standards.

 

?  Maintain a focus on team building and motivating all staff towards providing quality customer service internally and externally.

 

?  Monitor and assist staff in all daily operation aspects of the department including: assisting in scheduling staff to ensure adequate phone coverage and shifting of escalation to personnel to assure resolution to problems.

 

?  Ensure consumer callbacks are performed in established time allotment.

 

?  Identify training issues and development of staff by providing daily guidance and feedback at regularly scheduled meetings

 

?  Assist in planning and implementation of department goals.

 

?  Complete miscellaneous duties as assigned by the Supervisors or Manager